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Kristen Palmer

Kristen Palmer


Vice President of Support, Wealthbox



Professional Overview
Kristen Palmer is an accomplished leader with over a decade of experience in the SaaS and financial technology industries. As the Vice President of Support at Wealthbox, she oversees the company's customer service and technical support operations, ensuring an exceptional user experience for financial advisors and wealth management firms.

Experience Summary

Current Role
As Vice President of Support at Wealthbox, Kristen is responsible for managing a team of support specialists, developing and implementing strategic initiatives to enhance customer satisfaction, and driving continuous improvement in the company's support processes. Under her leadership, Wealthbox has consistently maintained a Net Promoter Score (NPS) above 80, reflecting the high level of customer satisfaction with the company's support services.

Career Progression
Prior to joining Wealthbox, Kristen held various leadership roles within the Intapp portfolio of companies, including Senior Global Manager of Product Support at Intapp and Manager of Product Support at DealCloud. In these positions, she played a pivotal role in streamlining support operations, implementing innovative training programs, and driving the adoption of new technologies to improve the customer experience.

Kristen's earlier career experience includes roles as a Technical Product Support Specialist, Client Success Manager, and SMB Account Executive at MapAnything, Inc., where she honed her skills in client-facing support and sales. Her diverse background has equipped her with a deep understanding of the challenges faced by SaaS customers and the strategies required to deliver exceptional service.

Academic Background
Kristen holds a Bachelor of Science in Business Administration from the University of Florida, with a concentration in Marketing.

Areas of Expertise
  • Customer service and technical support operations management

  • SaaS product support and implementation

  • Developing and leading high-performing support teams

  • Implementing data-driven strategies to enhance customer satisfaction

  • Leveraging technology and automation to improve support efficiency

  • Collaboration with cross-functional teams to drive organizational objectives


Professional Impact
Throughout her career, Kristen has been recognized for her ability to drive tangible improvements in customer satisfaction and support team performance. At Intapp, she spearheaded the implementation of a new customer support platform, resulting in a 20% reduction in average ticket resolution time. At Wealthbox, she has been instrumental in expanding the company's global support capabilities, enabling the team to provide personalized assistance to clients across multiple time zones.

Kristen's commitment to professional development and industry engagement has also been noteworthy. She is an active member of the Association of Support Professionals (ASP) and has presented at industry conferences, sharing her insights on best practices in SaaS support and customer experience strategies.

Conclusion
Kristen Palmer's extensive experience, leadership skills, and dedication to customer service excellence make her a valuable asset to Wealthbox. As the Vice President of Support, she continues to drive innovation and continuous improvement in the company's support operations, ensuring that Wealthbox remains a trusted partner for its financial advisor and wealth management clients.